Question 1.1. (TCO 1) Which of these key organizational behaviors helps customers to interact with your organization? (Points : 8)
Shaking hands with customers
Asking often “how am I doing”?
Asking customers to begin filling out paperwork
Question 2.2. (TCO 1) Which of these key organizational behaviors helps customers to stay close after a transaction? (Points : 8)
Having a Halloween costume day
Having employee casual dress days
Mailing thank-you notes
Greeting customers within 30 seconds
Question 3.3. (TCO 2) Which of these can be a value turnoff for customers? (Points : 8)
Price too high for quality received
Sloppy appearance, poor grooming, or annoying mannerisms
Business place dirty, messy, or cluttered
Inconvenient location, layout, parking, or access
Question 4.4. (TCO 2) Which of these can be a people turnoff for customers? (Points : 8)
Overly complicated or difficult to use products
Low selection or poor availability of product
Business place dirty, messy, or cluttered
Employees who lack knowledge or who are not helpful
Question 5.5. (TCO 3) Which of the following is true about listening to customers? (Points : 8)
You should only listen for facts, never emotion.
You should fake paying attention when you can’t afford to pay it.
Communication problems can arise from information overload.
Internal, environmental, and interactional elements never form barriers.
Question 6.6. (TCO 4) Which of the following is true about customers in the zone of indifference? (Points : 8)
They are motivated.
They are not loyal customers.
They are not inert.
They are dissatisfied.
Question 7.7. (TCO 5) When interacting with customers, it’s important to maintain proper verbal discipline. Which of the following represents proper verbal behavior? (Points : 8)
Commenting on a customer’s bad clothing
Thanking a customer for their purchase
Judging another customer’s rude interaction style
Concluding a sale with “There you go.”
Question 8.8. (TCO 6) How can you let customers know that you are listening? (Points : 8)
By interrupting them
By paraphrasing and asking for clarification
By staring at them
Using body language such as physical distance
Question 9.9. (TCO 7) Which of these is an example of true listening? (Points : 8)
Always having a script ready to respond to any situation.
Pausing to hear the whole story before offering a solution.
Nodding your head so that the customer thinks you are paying attention.
Interrupting the customer to help them finish their thoughts.
Question 10.10. (TCO 7) How does true listening help customer relations create business value? (Points : 8)
It reduces the amount of office supplies required.
It can help rescue lost customers and turn them back into loyal ones.
It decreases numbers of managers needed for customer service.
It allows companies to sell defective products more often.
Question 11.11. (TCO 8) Which of these is not a function of call centers? (Points : 8)
Sending customers invoices
Handling inbound calls
Handling outbound calls
Responding to billing concerns
Question 12.12. (TCO 8) Which is true of angry customers on the phone? (Points : 8)
Never let them know you are listening.
Interrupting them makes them angrier.
You shouldn’t empathize with them.
They don’t want positive solutions.
Question 13.13. (TCO 9) Some companies can value profits over customer relationships. Which of these practices doesn’t sacrifice customer trust for short-term “bad profits”? (Points : 8)
High premiums for seasonal goods or popular options
Exceeding customers’ expectations and building relationships
Special offers only available to new customers
Extra charges for services that should be included in the price
Question 14.14. (TCO 9) Which of these is not a common cause of anger or frustration for upset customers? (Points : 8)
They are helpless
They are a new customer
They are not valued
They are not important
Question 15.15. (TCO 10) When dealing with an upset customer, how should you view the situation? (Points : 8)
You should be objective.
You should take it personally.
You should give the customer everything they ask for.
You should always tell them “no.”
Question 16.16. (TCO 11) What is the customer life cycle called for recovered customers? (Points : 8)
A second life cycle
A recovery run
A prospect phase
An unlost transom
Question 17.17. (TCO 11) What percentage of customers who have a negative experience tell others about it? (Points : 8)
Question 18.18. (TCO 12) If you had an issue with a high-roller customer, how would you start trying to resolve the conflict? (Points : 8)
Work hard at soliciting comments.
Listen carefully to be sure that you understand the complete problem.
Listen respectfully and question them carefully.
Remain unfailingly objective and use data.
Question 19.19. (TCO 13) Which type of software can track individual customers across their life cycles? (Points : 8)
Question 20.20. (TCO 13) Which of these should you avoid on your company’s website? (Points : 8)
Question 1. 1. (TCO 2) Explain how complicated fares and the perception of inequity between two different passengers might hurt the credibility of airlines. Include as much detail as possible in your answer, but focus your answer on who earns frequent flyer rewards, and how many of them are actually redeemed. How much does poor customer satisfaction hurt their business? What are the risks for the company? Provide a balanced answer that looks at the “big picture” of profit and satisfaction. What changes would you suggest for the industry? (Points : 30)
Question 2. 2. (TCO 11) Explain overall strategies for recovering lost customers. Include as much detail as possible in your answer, but focus your answer on feeling customer pain as described in the textbook. Create a scenario where a customer has come to you and is disappointed, but not necessarily angry or frustrated. Choose an industry, describe the customer’s complaint, and how you would react in the situation. The customer does not want to continue doing business with your company because of the events. Explain your customer recovery efforts, and what impact they ultimately have on the business. (Points : 30)
Question 3. 3. (TCO 4) Explain how you would exceed customer expectations by convenience and timing. In your answer, focus on a particular industry and create a scenario that illustrates your point. What is the impact on the customer, the store/location, the brand, and ultimately the parent company? (Points : 30)